Active member Missing from File

If you have made a submission but leavers weren't included, possibly due to being marked as a leaver after the payrun had been finalised, L&G will still be expecting a contribution for them. 

When you submit your file, you may get the following error: 

Your pension provider is expecting your submission to include worker XXXX, but they appear to be missing. This might be because your worker has no contributions in this pay period. If that is the case you should include them with £0 contributions, but importantly you must also provide a "reason". If you aren't sure how or where to fill this in, please refer to the appropriate guide or contact support 

To mark the leavers at L&G you can follow these steps: 

1. Open your existing file in Excel (if uploading via the Dashboard), or access a formatted copy via the View Error > Flexible File Correction buttons in the PensionSync Dashboard
   (See this guide for accessing the Flexible Correction Tool: https://pensionsync.zendesk.com/hc/en-us/articles/4403433783185-Flexible-File-Correction-Guide) 
2. Copy and paste an existing row to create a new row for each missing employee at the bottom of the file - this will give you a template to use for adding them
3. Update the personal details (columns 11 - 26 inclusive) and the contribution details (set column 36, 37 and 40 to zero, assuming no contributions are due)
4. Set each employee's leaver details - column 27 (Exit Date) should be set to the date of the exit event and column 28 (Exit Reason Code) should be set to one of 1, 2 or 3 (1 = left employment, 2 = ceased membership but still employed, 3 = death)
5. All other details such as EmployerID, Group (please ensure you include the leading zeros in the value 001**), SubGroup, pay period dates, etc should be left unchanged.
6. Save your file as a CSV, and upload it via the Uploads page in the PensionSync Dashboard. This will then automatically update both PensionSync and L&G with the details of the leavers. 

The alternative would be to ask L&G to manually update their systems which may take a few days. We'd also then need to manually update PensionSync to match, so it's generally quicker if you can add them into the file. 

 ** Please note - If a file is opened in Excel format it can cause any leading zeros to fall off numbers in the file (for example 001 becomes 1).

Please check whether you have any leading zeros in your file before opening it in Excel - the Group and EmployeeId columns are typical examples of where you might have leading zeros.

In order to prevent Excel from continually removing leading zeros from any numbers, change the format of the affected column to 'Text' which will ensure leading zeros will remain.